Image

The five biggest mistakes your hotel probably makes

Running a small or boutique hotel is never as simple as a good night’s stay. If your hotel is just scraping by but not reaching the profit margins you’d hoped for, it’s time to take a look at the most commonly overlooked errors that so many hotels make.

1. Neglecting your brand

So you’ve got all of your processes running as smoothly as possible and you provide an exceptional night’s stay, what’s holding your hotel back? The problem may be that you’re lacking a brand around the service you provide. You’ll need to start by going beyond the basics of a good night’s stay to offer something special. Get creative and consider what makes your hotel unique and look for ways to exploit these traits. Is it the location or the charm, or perhaps the building itself? Create an image of your hotel that stand out, which is not just great for marketing but makes for a rich experience for guests.

2. Ignoring previous guests

A lot of hotels forget that their best bookings will actually come from returning guests. If you’re spending more time and energy on new guests than returning guests, then you’re doing it wrong. You’ll want to keep in touch with old guest by signing them up for news and updates (careful not to spam) and keeping them coming back for more. Returning guests are easier to get than new guests, more loyal and often more satisfied. They’ll also be more likely to rave about your hotel to family and friends, which will provide you with free advertising and even more business.

3. Not using correct software

All small hotels should be using software to streamline their processes. You’ll not only boost efficiency but you’ll increase your stays and revenue while freeing yourself from the front desk. The danger in implementing new technologies is choosing the wrong systems and overloading your staff with more work. When using software, start with the essentials: your front desk or property management system, your accounting software and your payment gateway. Always choose software that can easily integrate with each other, so you get an all-in-one hotel management software for small hotels. Most importantly, always use multiple booking channels through a number of OTAs, and choose a PMS that integrates with a channel manager (e.g. Preno has its own).

 

…To learn more, check out this post on OTAs perfect for boutique hotels in New Zealand.

4. Not putting yourself in customers shoes

Too many hotels fail to look at their service from the customer’s point of view. Take a look at all of your processes and work out how they can better suit your guests. For example, if none of your guests are making it to breakfast on the weekend, they may need it to make run later. And if your check in process is too slow, you’ll have to refine your processes with your staff to make the experience smoother. There’s no reason to stick to procedures that aren’t working just because it’s how you’ve always done things, learn to adapt.

5. Failing to heed feedback

Listening to your customers may sound like an obvious one, but in fact many hoteliers get this wrong. It’s more than listening and adapting accordingly, making effective use of feedback involves eliciting the right comments and making the most of a bad review. Instead of relying on feedback boxes and online reviews, get into the habit of asking guests for feedback personally at the end of their stay. This has the twofold advantage of showing them that you care, and also making them less inclined to go online afterwards to provide negative reviews. If they do provide feedback online like through their booking site, be sure to respond to each and every review whether good or bad. By responding to bad reviews, future customers can see that you’re making efforts to fix any problems.

Search Preno Blog

Explore our Topics

About the author

Amelia is Preno’s CEO and Co-Founder. As a former hotelier, she enjoys writing about the latest hotel industry news and trends.

Subscribe to our newsletter

Other Blogs you may also like

Thumbnail

How to Set Seasonal Pricing For Your Hotel

Seasonal rates are special pricing strategies that property owners use to maximise revenue during high-demand periods. By understanding how to set seasonal rates, you can ensure that your property is rented at a price that meets your financial goals. Here’s what you need to know about seasonal rates, and how to set them for your […]

Thumbnail

8 Tips To Improve Your Hotel Marketing Strategy After COVID-19

The hospitality industry has been one of the hardest hit by the COVID-19 pandemic. To stay afloat, many hotels have had to reduce their staff and marketing budgets.  Now that people are once again travelling domestically and internationally, hotels need to start thinking about how to market themselves in a post-COVID world. There are some […]

Thumbnail

Vaccine Passport Requirements for Hotels in Australia

Covid-19 vaccine passport requirements for hotels in each state of AUSTRALIA So what do vaccine passports mean for your hotel? Do you have the right to request vaccine certificates from guests? How do you confirm a guests vaccine certificate is authentic?  What resources are out there for hoteliers?  We answer all of these questions and […]

Thumbnail

6 Reasons Why Sustainable Hospitality Is on the Rise

Sustainable hospitality is becoming increasingly important as the negative impacts of the tourism industry on the environment and local communities come to light. More travellers are seeking out eco-friendly accommodations and businesses in the hospitality industry are responding by implementing sustainability initiatives. To understand what sustainable hospitality is, we must understand sustainability. Sustainability is the […]

Thumbnail

Why market segmentation is critical for your hotel business

Understanding market segmentation is essential to successful hotel revenue management.  It involves differentiating between different types of travellers who frequent your hotel, and grouping consumers with similar needs and buying behaviours into segments. With a clearer idea of your audience, you can then determine sales and pricing strategies that target a particular segment and better […]

Thumbnail

How To Improve Your Hotel Website Conversion Rate

To top line managers, the term “conversion rate” is often used to describe how well a hotel does in converting prospects into sales. In other words, it’s a measure of how effective the hotel is at turning interested parties into paying guests. While there are a number of factors that affect conversion rates, one of […]